topic Re: Useless pro products in Broadband & Landline

Useless pro products

Username5025 — Sun, 29 Dec 2024 16:43:45 GMT

Just installed the smart hub pro few days ago. Paying extra but no difference. Also for day been trying to set up the WiFi pro extender and no joy. Absolutely dreadful waste of time company. I’ll be cancelling all my products. This topic is a warning. If you wanna take out the pro products don’t be conned. Absolute laughing stock of a company. I’m doing my best to spread the word on social media how bad they are.

Re: Useless pro products

Mustrum — Sun, 29 Dec 2024 17:37:29 GMT

@Username5025 which broadband product and speed do you have?

What was your expectations of the Smart Hub Pro ?

What issues are you having?

Re: Useless pro products

robomotic — Sun, 29 Dec 2024 20:48:53 GMT

Same problem here, yes they should be ashamed.

Re: Useless pro products

Profile closed — Sun, 29 Dec 2024 21:20:11 GMT

@robomotic

What “same problem”?

The only specific mentioned has been a failure to connect a WiFi extender.

Re: Useless pro products

Futumch — Sun, 29 Dec 2024 21:26:25 GMT

Same here. Can’t link the WiFi extender. Absolutely shocking. Been trying for days and they’re useless on the phone.

Re: Useless pro products

JimM11 — Sun, 29 Dec 2024 23:32:11 GMT

@Futumch Take it you have looked and tried all the help options, and read the post's of other user's with similar experience of getting the New Pro smart wireless devices that were awkward to connect?

Re: Useless pro products

Futumch — Mon, 30 Dec 2024 12:53:03 GMT

No. Why should a customer have to search an online forum for a solution. It should work first time. That’s like an iPhone playing up and being told have you been to California to ask Apple why it’s not working.

Re: Useless pro products

Mustrum — Mon, 30 Dec 2024 13:46:49 GMT

@Futumch the setup instructions are here https://ee.co.uk/help/broadband/getting-started/setting-up-smart-wifi

But without knowing what you have done or not done hard to second guess what is not working.

Re: Useless pro products

bobpullen — Mon, 30 Dec 2024 17:38:45 GMT

@Futumch wrote:
No. Why should a customer have to search an online forum for a solution...

They shouldn't need to in an ideal world but problems do arise, and when they do, the Community can be a good source of peer to peer help that doesn't involve lengthy calls to the helpdesk.

Alas, it's difficult for anybody here to help without some detail of the symptoms and what may/may not have been tried to get things working 🤷

Re: Useless pro products

Futumch — Mon, 30 Dec 2024 20:34:26 GMT

Can’t link the WiFi extender. I can’t put it any simpler sorry.

Re: Useless pro products

Mustrum — Mon, 30 Dec 2024 21:19:15 GMT

@Futumch that really does not help anyone to be able to help you.

If you just want a moan, fair enough, but if you want anyone to help you then please let us know what steps you have taken and where in the process you are having issues.

Re: Useless pro products

JimM11 — Mon, 30 Dec 2024 21:33:01 GMT

@Futumch Extracted from the link that @Mustrum posted for you.

Set up Smart WiFi using Ethernet

You can connect your devices using an Ethernet cable. You'll find one in your router box and another in your Smart WiFi box.

Plug one end of the Ethernet cable into a yellow port on the back of the router.
Plug the other end into your Smart WiFi device.
The light on the Smart WiFi will start flashing and after a couple of minutes it will turn solid aqua.
Unplug the cable. The light will change to flashing orange and will go back to solid aqua in a few seconds.
Unplug the Smart WiFi device from the mains.
Move it to a place halfway between your router and the part of your home where you want your WiFi to be stronger.

Re: Useless pro products

Frank127 — Tue, 31 Dec 2024 00:53:23 GMT

I'm having similar issues with linking the WiFi Pro as well.
Followed the instrutions on the app and had no joy connecting...app attempt kept timing out telling me unable to connect.

Watched a couple of YT vids giving alternative ways to connect....some progress but not enough to call it a success. Got fed up in the end so called Support. Nice lady listened and suggested holding down the Pro WPS button for a prolonged period of time while also pressing the wps on the hub too. Neither of these were mentioned on the app. Still no connection though.

In the end came here and saw the shared info re connecting using ethernet (thanks!) - Pro connected well enough....but now the issues is that once a connection had been established, when I remove the ethernet from the Pro, the unit reverts to a flashing aqua light. The connection does not hold. I have 3 of these Pro units but none manage to keep locked in. It's SOOOO frustrating.

The lady I spoke to said that they'd send two new replacement Pro units (one was briefly working at time of call) so will see how these do when they arrive.

If anyone has any advice on how to maintain the link once it's been established, I'd be very grateful.

Re: Useless pro products

Frank127 — Tue, 31 Dec 2024 00:57:28 GMT

Meant to add in closing, am leaving the thee units turned on overnight in close proximity to the hub in case they just need time to do whatever?

Re: Useless pro products

JimM11 — Tue, 31 Dec 2024 08:45:03 GMT

@Frank127 Also have a look at the Advanced Wireless page, extenders to see if it shows what FW they are on incase they have not managed an update as yet, you will be able to get to that page with the web manager. http://192.168.1.254

Re: Useless pro products

Sumann — Tue, 31 Dec 2024 10:21:33 GMT

I am also an ex BT customer and am having terrible problems. I sent back my BT kit which they don't seem to have logged. I upgraded to the 1.3GB service but the routers don't connect to the extenders and have been told they sent me the wrong kit. However they can't seem to send me anything new until I send back the BT kit that they already have. I am dealing with some nice guys in customer service but nothing seems to be working. Now getting seriously fed up - going to have to log a THIRD complaint and see if I can get out of this contract if I don't get the service promised.

Re: Useless pro products

Frank127 — Tue, 31 Dec 2024 10:24:12 GMT

Managed to have all three connected last night and placed in separate rooms. Wake up to find all three disconnected - two flashing aqua and one flashing orange.

How would i find if a FW is out of date and how to update it?
One is connected via Ethernet at moment is showing as r2.64.3-R-1213091-PROD-1 how would I update it if it is out of date or should I expect it to auto update?

Re: Useless pro products

JimM11 — Tue, 31 Dec 2024 10:43:05 GMT

@Frank127 You would be better to have them all together and ethernet connected, FW is auto pushed by EE to devices, With the WEB interface , click on the Advanced tab, then on the Wireless, it will ask you for the Admin password, card back of the router, and from there you will see access to the extenders, THINK that when you select an extender it will show you information about it.

Also cannot see on search, that there is anything newer so looks like the FW mentioned is at least near the latest if not so, Status Tab will show you what the Router is at FW wise.

Would advise you to just do ONE at a time, walk before you run, mesh can be complicated to get working best off times, and EE does not help show what is going on, so that makes it even more difficult to work out....

Re: Useless pro products

Frank127 — Tue, 31 Dec 2024 11:34:43 GMT

Thanks for the replies so far JimM11 - one thing I have just noticed, is that if I reconnect one Pro to the Hub and it goes solid aqua...the other two devices, in other locations, then connect as well shortly after.

Hopefully this image works....it shows two devices connected to hub and one device connected to one of the Pros...(only one pro is physically connected to the hub)

Re: Useless pro products

JimM11 — Tue, 31 Dec 2024 11:40:55 GMT

@Frank127 Will look at your pic when cleared, the Pro and the + mesh just seems to be weird, do not use EE mesh, Asus AI mesh user, but do understand from looking/reading post's the pain that some user's are finding, you included.

And so you know, there is such a thing as TOO much mesh, where the units can get confused when the try to work out with each other what is going on. Not saying that is what the issue is, but you have to be careful with what is done....